全球 SaaS 客戶關係管理 (CRM) 市場規模（按應用程式、地區、範圍和預測）

SaaS 客戶關係管理 (CRM) 市場規模與預測

2024 年 SaaS 客戶關係管理 (CRM) 市場規模價值 477.1 億美元，預計到 2032 年將達到 1569.8 億美元，預測期內（2026-2032 年）的複合年成長率為 12.93%。

中小企業日益普及的 SaaS CRM 以及雲端基礎的服務是推動市場成長的因素。 《全球 SaaS 客戶關係管理 (CRM) 市場報告》對市場進行了全面評估，對關鍵細分市場、趨勢、市場促進因素、競爭格局以及影響市場的主要因素進行了全面的分析。

定義全球 SaaS 客戶關係管理 (CRM) 市場

SaaS 代表軟體即服務 (Software as a Service)，指的是雲端基礎的軟體。 SaaS 用於管理企業與其客戶之間的關係。 SaaS 在雲端伺服器上運作。軟體即服務由軟體供應商維護、託管和營運。它為企業帶來了便利，因為他們無需在資料儲存解決方案上投入大量資金。大多數 SaaS 是基於訂閱的模式。 SaaS CRM 分析的銷售來自零售、銀行、通訊和其他行業。現代 SaaS 軟體是跨平台的，提供對公司資料的全天候存取。這意味著用戶可以在任何裝置（例如筆記型電腦、平板電腦或行動電話）上查看相同的數據。

全球 SaaS 客戶關係管理 (CRM) 市場概覽

市場成長的關鍵驅動力在於中小企業對 SaaS CRM 的日益普及以及對雲端基礎服務的日益青睞。雲端基礎CRM 解決方案的需求不斷成長，源自於其低成本和易於部署的特性。中小企業對 SaaS CRM 的日益普及，源自於其擴充性、靈活性和經濟實惠的特徵。為了更好地與客戶參與，管理客戶資料和跨管道互動的需求日益成長。

企業數位轉型趨勢將推動對 CRM 解決方案的需求。這些優勢將推動全球企業採用雲端基礎的應用程式。 CRM、銷售管理、人力資源管理和財務管理等 SaaS 應用程式的採用正在推動雲端運算策略投資的增加，預計這將推動市場成長。

目錄

第 1 章全球SaaS 客戶關係管理 (CRM) 市場簡介

• 市場概覽
• 研究範圍
• 先決條件

第2章執行摘要

第3章：已驗證的市場研究調查方法

• 資料探勘
• 驗證
• 第一手資料
• 資料來源列表

第4章全球SaaS 客戶關係管理 (CRM) 市場展望

• 概述
• 市場動態
  • 驅動程式
  • 限制因素
  • 機會
• 波特五力模型

第5章全球SaaS 客戶關係管理 (CRM) 市場（按應用）

• 概述
• 零售
• BFSI－銀行、金融服務和保險
• 製造業
• 電信和IT
• 其他

6.全球SaaS 客戶關係管理 (CRM) 市場（按地區）

• 概述
• 北美洲
  • 美國
  • 加拿大
  • 墨西哥
• 歐洲
  • 德國
  • 英國
  • 法國
  • 其他歐洲國家
• 亞太地區
  • 中國
  • 日本
  • 印度
  • 其他亞太地區
• 世界其他地區
  • 拉丁美洲
  • 中東和非洲

7.全球SaaS 客戶關係管理 (CRM) 市場的競爭格局

• 概述
• 各公司市場排名
• 主要發展策略

第8章 公司簡介

• SAP
• Oracle
• Salesforce.com
• Amdocs
• IBM
• Lithium
• Jive Inc.
• ASSA ABLOY
• Google

第9章 重大進展

• 產品發布/開發
• 合併與收購
• 業務擴展
• 夥伴關係與合作

第10章 附錄

• 相關調查

SaaS Customer Relationship Management (CRM) Market Size And Forecast

SaaS Customer Relationship Management (CRM) Market size was valued at USD 47.71 Billion in 2024 and is projected to reach USD 156.98 Billion by 2032, growing at a CAGR of 12.93% during the forecast period 2026-2032.

The growing adoption of SaaS CRM by Small and medium-sized enterprises and the rising adoption of cloud-based offerings is the factor driving the market growth of the market. The Global SaaS Customer Relationship Management (CRM) Market report provides a holistic evaluation of the market. The report offers a comprehensive analysis of key segments, trends, drivers, restraints, competitive landscape, and factors that are playing a substantial role in the market.

Global SaaS Customer Relationship Management (CRM) Market Definition

SaaS stands for Software as a Service, or cloud-based software. SaaS is used to manage corporate relationships with customers. SaaS runs on a cloud server. Software as a Service is maintained, hosted, and operated by the software provider. This is convenient for your business because you don't have to spend more capital on your data storage solution. Most SaaS is a subscription-based model. Sales of SaaS CRM analytics from retail, banking, telecommunications, and other industries. The latest SaaS software is cross-platform, providing 24/7 access to corporate data. This means that users can see the same data on devices such as laptops, tablets, and mobile phones.

Global SaaS Customer Relationship Management (CRM) Market Overview

The primary factors driving the market growth are the growing adoption of SaaS CRM by Small and medium-sized enterprises and the rising adoption of cloud-based offerings. The growing demand for cloud-based CRM solutions is due to their low cost and ease of implementation. SMEs' increased adoption of SaaS CRM is due to its scalability, flexibility, and affordability. There is an increasing need to manage customer data and interactions across channels to improve customer engagement.

The rising digital transformation trend in enterprises will enhance the demand for CRM solutions. These benefits will encourage companies around the globe to adopt cloud-based applications. Adopting SaaS applications such as CRM, sales management, HRM, and financial management as an investment in cloud computing strategies increases, which will increase the market growth of the market.

Global SaaS Customer Relationship Management (CRM) Market: Segmentation Analysis

The Global SaaS Customer Relationship Management (CRM) Market is Segmented on the basis of Application and Geography.

SaaS Customer Relationship Management (CRM) Market, By Application

• Retail
• BFSI - Banking, financial services, and insurance
• Manufacturing
• Telecom and IT
• Others

Based on Application, the market is segmented into Retail, BFSI - Banking, financial services, and insurance, Manufacturing, Telecom and IT, and Others. The BFSI - Banking, financial services, and vertical insurance segment holds a large number of shares in the market because it is a rapid change towards digitalization and requires customer-specific software. Growing online banking services can also stimulate the demand for software to attract and retain loyal customers, which is the factor that boosts market growth.

SaaS Customer Relationship Management (CRM) Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World
• On the basis of Geography, the Global SaaS Customer Relationship Management (CRM) Market is classified into North America, Europe, Asia Pacific, and the Rest of the world. The North American region holds a large number of shares in the market because of the increasing usage of public cloud services by enterprises and the need to analyze customer information. In addition, the number of companies is increasing in various industries such as BFSI, telecommunications and IT, healthcare, retail, and other end-users, which is the factor that boosts the market growth.

Key Players

The "Global SaaS Customer Relationship Management (CRM) Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are SAP, Oracle, Salesforce.com, Amdocs, IBM, Lithium, Jive Inc., ASSA ABLOY, and Google.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Key Developments

• Partnerships, Collaborations, and Agreements
• In December 2021, Freshworks Inc. offered Freshdesk Contact Center to 7-Eleven, a global retail chain. The solution will quickly resolve customer inquiries and provide regular customers and online shoppers with the same in-store conveniences. (AI).
• In November 2020, Microsoft Corporation teamed up with C3.ai and Adobe Systems, Inc. to develop sophisticated AI-powered CRM solutions. Forecasting skills are supposed to improve with this upgraded offering.
• Product Development
• In June 2021, Salesforce.com, Inc. launched new capabilities across digital 360, with the goal of assisting businesses in boosting their digital activities and delivering the next generation of digital experiences, commerce, and marketing.
• Product Launch
• In May 2020, Bigin, a CRM software for SMEs, was launched by Zoho Corporation Pvt. Ltd. SMEs will also be able to make and receive customer calls from afar, as well as create multiple customer pipelines, with the launch. SAP SE, meanwhile, launched SAP Sales Cloud Solution, which is integrated with Microsoft Teams. Additionally, users will be able to quickly access sales data and customer information from Microsoft Teams. Freshworks Inc. also rolled out Freshdesk Contact Center to a 7-Eleven location, a global retailer.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model

5 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY APPLICATION

• 5.1 Overview
• 5.2 Retail
• 5.3 BFSI - Banking, financial services, and insurance
• 5.4 Manufacturing
• 5.5 Telecom and IT
• 5.6 Others

6 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET, BY GEOGRAPHY

• 6.1 Overview
• 6.2 North America
  • 6.2.1 U.S.
  • 6.2.2 Canada
  • 6.2.3 Mexico
• 6.3 Europe
  • 6.3.1 Germany
  • 6.3.2 U.K.
  • 6.3.3 France
  • 6.3.4 Rest of Europe
• 6.4 Asia Pacific
  • 6.4.1 China
  • 6.4.2 Japan
  • 6.4.3 India
  • 6.4.4 Rest of Asia Pacific
• 6.5 Rest of the World
  • 6.5.1 Latin America
  • 6.5.2 Middle East and Africa

7 GLOBAL SAAS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) MARKET COMPETITIVE LANDSCAPE

• 7.1 Overview
• 7.2 Company Market Ranking
• 7.3 Key Development Strategies

8 COMPANY PROFILES

• 8.1 SAP
  • 8.1.1 Overview
  • 8.1.2 Financial Performance
  • 8.1.3 Product Outlook
  • 8.1.4 Key Developments
• 8.2 Oracle
  • 8.2.1 Overview
  • 8.2.2 Financial Performance
  • 8.2.3 Product Outlook
  • 8.2.4 Key Developments
• 8.3 Salesforce.com
  • 8.3.1 Overview
  • 8.3.2 Financial Performance
  • 8.3.3 Product Outlook
  • 8.3.4 Key Developments
• 8.4 Amdocs
  • 8.4.1 Overview
  • 8.4.2 Financial Performance
  • 8.4.3 Product Outlook
  • 8.4.4 Key Developments
• 8.5 IBM
  • 8.5.1 Overview
  • 8.5.2 Financial Performance
  • 8.5.3 Product Outlook
  • 8.5.4 Key Developments
• 8.6 Lithium
  • 8.6.1 Overview
  • 8.6.2 Financial Performance
  • 8.6.3 Product Outlook
  • 8.6.4 Key Developments
• 8.7 Jive Inc.
  • 8.7.1 Overview
  • 8.7.2 Financial Performance
  • 8.7.3 Product Outlook
  • 8.7.4 Key Developments
• 8.8 ASSA ABLOY
  • 8.8.1 Overview
  • 8.8.2 Financial Performance
  • 8.8.3 Product Outlook
  • 8.8.4 Key Developments
• 8.9 Google
  • 8.9.1 Overview
  • 8.9.2 Financial Performance
  • 8.9.3 Product Outlook
  • 8.9.4 Key Developments

9 KEY DEVELOPMENTS

• 9.1 Product Launches/Developments
• 9.2 Mergers and Acquisitions
• 9.3 Business Expansions
• 9.4 Partnerships and Collaborations

10 Appendix

• 10.1 Related Research